- Cover full spectrum of pre-order, order and post order services required from product planning to delivery of the product to customers and collection of outstanding dues.
- Perform complete order to cash process for organizations customers in MEA region.
- Demonstrate a clear understanding of order-to-cash business processes and support the CS Supervisor to make critical decisions that support both strategic plans and tactical objectives for customer service team.
- Manage relationship and services with key internal / external customers for order and returns processing.
- Implement processes, establish and monitor key performance indicators that fosters swift and efficient completion of the full pre to post order stages in MEA region.
- Ensure extension in SAP on material codes, plant codes and customers.
- Compile Stock on hand (SOH) report and monitor stock levels in country.
- Forecasting and planning with sales, supply and sourcing partners to have a continuous flow of stock in country.
- Maintain SOH report post any sales.
- Establishing regulatory requirements for importation and actioning any required processes to ensure regulatory compliance.
- Coordinate the preparation of shipping documentation for the customers: Liaising with plant to receive shipping documents which meet customer’s clearance and import requirements for specific country.
- Liaison with customs clearance agency and logistics department for stock importation and clearance
- Dispatching shipping documents to customer
- Answering customer queries by coordination with sales and the plant.
- Receipting of incoming stock into initial warehouse on SAP
- Transfer and distribution of stock between warehouses to ensure adequate stock to service customers.
- Receipting stock, managing warehouse transfers on SAP
- Maintaining First in, first out (FIFO) processes with warehouse
- Managing customer credit with finance and business lines, pending Coface status, and where required, ensuring extension of credit after internal consultation.
- Manage the Customer Profile(s)/End Use Certificate/Trade Restriction Covenant.
- Receive and manage specific customer queries with the relevant unit.
- Receiving customer purchase orders, sending order acknowledgement
- Creation of sales orders in SAP
- Creating internal VPO and communication to plant
- Follow up with plant for order confirmation, shipping schedule and update the same to the customer.
- Obtain necessary approval of draft shipping documents from customer.
- Clarification of all questions related with processing orders, handling changes in orders and independently carrying out all the necessary phone calls and correspondence.
- Checking contract documents and customer orders (product, specification, price, payment and delivery conditions, delivery date, and packaging) using the required processes, e.g. CUPSET, Bl-specific processes.
- Where required: Preparation of L/C compliant documents based on the credit transactions, invoicing, monitoring of funds transfer for order?
- Where required: Management, review and amendment of LC and or bank contracts with customer and bank?
- Updating monthly order file
- Sending delivery notes to warehouse to ensure on time in full (OTIF) deliveries to customers.
- Maintain communication and/or customer complaints wrt to deliveries and resolving with warehouse/transporters.
- Invoicing customers
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